This is how the repair process works -
- After contacting our Customer Happiness team and confirming that your Thermomix® will need to be sent to our facility for assessment, we will organize the shipment of your unit to our repair facility.
- If you have the original packaging for your unit, we will email you a return label and instructions on the next steps.
- If you need packaging to return your Thermomix® safely (recommended), we will send you packaging with a return label included. You will receive a shipment notification email once your packaging ships.
- After receiving the unit in our Repair Facility, a Certified Repair technician will inspect your unit and perform a diagnosis.
- One of our Customer Happiness agents will contact you with an assessment result. If your repair is covered within the warranty, no invoice will be sent and we will proceed directly to the next step. If your repair is not covered under warranty, you will receive an invoice via email. Once payment is completed, we will proceed to the next step.
- We will repair your Thermomix® and ship it back to you. You will receive a shipping notification email with the tracking details once it ships out.
In any event, you should plan on, the entire repair process taking 2 - 3 weeks. This will depend on many factors, including the distance between you and our repair facility, and how quickly you can send the unit back to us.
If you need further assistance, please contact us at https://service.thermomix.ca/hc/en-us/requests/new . Our Customer Happiness agents will get back to you in 1-2 business days.